Performance Evaluation of Multi-skill Call Center Considering Call Abandonment

被引：0
|
作者：
Huo, Jiazhen [1 ]
Dai, Tao [1 ]
机构：
[1] Tongji Univ, Sch Econ & Management, Shanghai 200092, Peoples R China
来源：
2008 4TH INTERNATIONAL CONFERENCE ON WIRELESS COMMUNICATIONS, NETWORKING AND MOBILE COMPUTING, VOLS 1-31 | 2008年
关键词：
call center; multi-skill; call abandonment; performance evaluation;
D O I：
暂无
中图分类号：
TN [电子技术、通信技术];
学科分类号：
0809 ;
摘要：
Focused on a classical multi-skill call center design model, a method for describing state space was given first. While considering the process of call handling as a markov process and taken the phenomenon of call abandonment into account, the state-transfer equation based on birth-and-death process was generated. A process of calculating steady-state probability and using steady-state probability for performance analysis was presented. A compare with simulation method and was done at last to show the effect and efficiency of the method.
引用
收藏
页码：8317 / 8321
页数：5
相关论文
共 50 条
  • [11] COMPARISON OF METAHEURISTICS FOR WORKFORCE DISTRIBUTION IN MULTI-SKILL CALL CENTRES
    Millan-Ruiz, David
    Ignacio Hidalgo, J.
    Diaz, Josefa
    ICEC 2010: PROCEEDINGS OF THE INTERNATIONAL CONFERENCE ON EVOLUTIONARY COMPUTATION, 2010, : 352 - 357
  • [12] The Staffing Problem of the N-Design Multi-Skill Call Center Based on Queuing Model
    Li, Chun-Yan
    Yue, De-Quan
    PROCEEDINGS OF THE 3RD INTERNATIONAL CONFERENCE ON WIRELESS COMMUNICATION AND SENSOR NETWORKS (WCSN 2016), 2016, 44 : 427 - 432
  • [13] Optimal selection of contracts and work shifts in multi-skill call centers
    Cordone, Roberto
    Hosteins, Pierre
    Righini, Giovanni
    Ravizza, Paolo
    Piselli, Andrea
    EURO JOURNAL ON COMPUTATIONAL OPTIMIZATION, 2014, 2 (04) : 247 - 277
  • [14] A Memetic Algorithm for Workforce Distribution in Dynamic Multi-Skill Call Centres
    Millan-Ruiz, David
    Ignacio Hidalgo, J.
    EVOLUTIONARY COMPUTATION IN COMBINATORIAL OPTIMIZATION, PROCEEDINGS, 2010, 6022 : 178 - +
  • [15] The Staffing Optimization Problem for the M-Design Multi-Skill Call Center Based on Queuing Model
    Li, Chunyan
    Sun, Chunxiao
    Zhang, Jianhua
    PROCEEDINGS OF THE 11TH INTERNATIONAL CONFERENCE ON MODELLING, IDENTIFICATION AND CONTROL (ICMIC2019), 2020, 582 : 585 - 595
  • [16] Joint chance-constrained staffing optimization in multi-skill call centers
    Tien Thanh Dam
    Thuy Anh Ta
    Tien Mai
    Journal of Combinatorial Optimization, 2022, 44 : 354 - 378
  • [17] Delay Predictors in Multi-skill Call Centers: An Empirical Comparison with Real Data
    Thiongane, Mamadou
    Chan, Wyean
    L'Ecuyer, Pierre
    PROCEEDINGS OF THE 9TH INTERNATIONAL CONFERENCE ON OPERATIONS RESEARCH AND ENTERPRISE SYSTEMS (ICORES), 2020, : 100 - 108
  • [18] Joint chance-constrained staffing optimization in multi-skill call centers
    Tien Thanh Dam
    Thuy Anh Ta
    Tien Mai
    JOURNAL OF COMBINATORIAL OPTIMIZATION, 2022, 44 (01) : 354 - 378
  • [19] Performance evaluation of Call-center with call redirection
    Efimushkin, Vladimir
    Zepic, Drago
    ELEKTROTEHNISKI VESTNIK-ELECTROCHEMICAL REVIEW, 2007, 74 (1-2): : 79 - 83
  • [20] A LOGISTIC REGRESSION AND LINEAR PROGRAMMING APPROACH FOR MULTI-SKILL STAFFING OPTIMIZATION IN CALL CENTERS
    Ta, Thuy Anh
    Mai, Tien
    Bastin, Fabian
    l'Ecuyer, Pierre
    2022 WINTER SIMULATION CONFERENCE (WSC), 2022, : 3087 - 3098
12345